SIMPLIFY YOUR LIFE WITH EASY AUTOSHIP!
Scheduled shipments, or "autoships," are super convenient. We can set up any schedule, or any number of schedules you need, and even rotate flavors if your pet enjoys variety. You'll get just the right amount at just the right time, and we make sure you know it's coming.
We'll send you an email 3 days before each shipment. If you're not ready, or want to try a different flavor, simply reply—you can make any changes up until the moment it ships.
How to determine your schedule: We're here to help make sure your schedule is perfect! No guessing! You can tell us your preferred schedule if you'd like, but if you tell us how much you're feeding or your pet's weight, we can determine just the right schedule and just the right amount to get the best price! We may be able to save you money!
How to sign up for autoship: After you place your order, use the feedback box to request autoship. Include any special requirements you have: any items, schedules, addresses, or just ask for help. We'll set it up, send you a confirmation email, and apply your discount. Or you can just email or call!
How to make changes: Just email or call!
CONTACT US: CustomerService@FlintRiver.com or call 1(866)236-5102
We urge you to always keep as least two weeks of food on hand. Delivery time is guaranteed to be not more than 10 business days from the date of your order, and is typically much faster. Please order in advance of need and allow ample time for delivery.
It's your responsibility to ensure the shipping address is correct before you place your order. We pay for the shipping costs to you unless there is a problem with your delivery address. You are responsible for ensuring that the shipping address is correct; you are responsible for any additional charges from the carrier if they are not able to deliver the shipment directly to the address that you provided, or the address you provided is incorrect. In the event that you refuse delivery or return the product, you are responsible for return shipment costs.
RETURN POLICY — 100% SATISFACTION GUARANTEE
Your pets will be over the moon or your money back! Try one 15-pound bag of each flavor hassle-free and risk-free—if your dog is not completely over-the-moon, we'll give you a full refund and ask that you pass the food on to a friend. In other situations, we accept returns of unopened bags within 30 days of the delivery date; we'll provide a return label. To request a product return, email us at CustomerService@FlintRiver.com or call us toll-free at 1(866)236-5102.
Please note: Returns are rare, but the most common reason is because of overfeeding, which causes loose stools; if your pet has loose stool, please reduce the feeding amount for a couple of days. Our pet food is baked—not extruded! You'll feed less when feeding baked food. It's often difficult to realize how little food is needed to satisfy your pet!
Donations: If possible, find out if there's a pet shelter in your area. At our discretion we may ask that you donate the food instead of returning it so that needy pets will benefit!
FlintRiver.com does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return; in this situation, FlintRiver.com does not take title to the refunded item.
To Cancel or Change: Cancellation or change requests must include the order number and be submitted before the order has been shipped. Call 1(866)236-5102 or send request to cancel@FlintRiver.com.
LOST OR DAMAGED SHIPMENTS
Lost Shipments. Look on your door for notices from UPS. UPS has the right to refuse to leave a delivery if no one is available to receive it; this is quite reasonable in situations where the shipment may get stolen, rained on, infested with ants, and many other mishaps that can happen to unattended food. If you are not at home when UPS attempts your delivery, UPS will leave a note on your door letting you know they have made an attempt and whether they will try again or not; they will not make more than three attempts. To avoid incurring extra shipping charges, you must contact UPS (refer to their note), or be available to receive the package on one of the attempts.
Because of weather, holidays, and various other reasons, your package may require extra time for delivery. While UPS is usually very efficient, sometimes packages are incorrectly routed and delayed in shipment. When confirming shipments, the date provided by customer service is the date invoiced. The actual pickup date can be a day later as UPS scheduled pickup closes at 3 PM and pickup may be over a weekend or holiday.
If you haven't received your order and think it may be lost, please call us toll-free at 1 (866) 236-5102 or email us at CustomerService@FlintRiver.com. Please leave your full name, day-time phone number, and request a priority package trace. We will get back to you as soon as possible and let you know the status of your order; we typically respond within one business day.
Damaged Shipments. If you receive a shipment that is noticeably damaged, contact us and we'll take care of it. Please call us toll-free at 1 (866) 236-5102 or email us at CustomerService@FlintRiver.com so that we can ensure that you get a replacement or credit.
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